NICOLETTE M. SHAPI

• Delivered accurate and timely responses to customer feedback, ensuring high-quality support and effective service recovery.
• Proactively maintained strong customer relationships and collaborated with cross-functional teams to identify root causes and reduce repeat service issues.
• Provided clear and concise information on airport security procedures and baggage requirements to ensure smooth passenger experience.
• Enhanced customer satisfaction by streamlining communication channels and improving response times.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Planned, developed, and implemented outreach activities and initiatives to address the needs of underserved communities.
• Served as a resource person for entrepreneurship projects, mentoring youth and rural women in business development and self-sufficiency.
• Created and managed a digital marketing platform on Shopee to promote and sell locally made products by rural women, expanding their market access and boosting income generation.

• Delivered courteous and efficient customer service to individual customers and travel agents, both in person and via phone.
• Handled flight reservations, ticketing, and itinerary changes, ensuring accuracy and adherence to airline procedures.
• Resolved customer and agent inquiries promptly, escalating complex cases when necessary for effective resolution.
• Trained and mentored new travel agents on reservations, ticketing systems, and customer service protocols.
• Explained airline policies related to purchases, cancellations, and transfers to ensure customer understanding and compliance.
• Conducted daily reviews of sales reports, including internet and mobile bookings, to track performance and ensure data accuracy.
• Performed weekly audits on travel agents’ Billing Settlement Plan (BSP) transactions to ensure compliance with ticketing regulations.
• Issued Agency Debit Memos (ADMs) and Agency Credit Memos (ACMs) in accordance with audit findings and airline policies.
• Represented the airline at MATTA Fair events, promoting services and supporting customer engagement.
• Served as a member of the Crisis Management Team, contributing to coordinated responses during operational disruptions.

Government & Community Relations
Assisted GCR Manager (Sabah & Labuan)

• Supported the planning, promotion, and execution of community contribution programs, including safety campaigns for schoolchildren and fishermen, environmental initiatives, volunteer week, thalassemia awareness programs, and Stakeholders Raya Open House.
• Represented the company in building and maintaining positive relationships with local stakeholders and community members.
• Assisted in the development and implementation of community engagement plans, ensuring timely and cost-effective program delivery.
• Acted as a liaison between the company, community partners, vendors, speakers, and stakeholders, providing regular updates on program progress.
• Oversaw logistical aspects of events and programs, including venue selection, coordination of vendors and speakers, and execution of contracts.
• Ensured smooth event operations by managing all meeting and event preparations efficiently.
• Identified and cultivated partnerships with local governments, community organizations, associations, and social service groups.
• Participated as a member of the Crisis Management Team.

Office Administrator

• Served as the primary point of contact for business partners, guests, and incoming phone inquiries, ensuring professional communication at all times.
• Maintained and updated the in-house database with accurate records of contacts, contractors, and suppliers.
• Coordinated meetings and prepared necessary documentation to support timely decision-making.
• Managed business and offshore travel arrangements, including flight bookings, accommodations, and ground transportation.
• Supported administrative and operational needs to ensure the office functioned efficiently.

• Escalated complex complaints to relevant departments to support continuous improvement of business processes and service standards.
• Delivered prompt, high-quality customer service across digital channels, including Twitter, Facebook, LiveChat, and official consumer platforms.
• Responded to customer inquiries, feedback, and complaints with professionalism and empathy, ensuring efficient resolution through established procedures.
• Managed complaints from multiple sources, including consumer organizations, government ministries, and social media, ensuring timely and appropriate responses.
• Conducted effective service recovery by providing empathetic and solution-focused support to enhance customer satisfaction.
• Maintained strong guest rapport by proactively addressing concerns and delivering consistent follow-up.
• Kept informed of company operations, policies, and industry trends to provide accurate and up-to-date customer support.
• Fostered positive collaboration and communication with team members, ground operations, and other key stakeholders.
• Resolved product and service issues by identifying root causes, proposing effective solutions, expediting corrective actions, and ensuring follow-up for resolution.
• Stayed current with airline products, services, and industry developments to continuously enhance customer experience.
• Actively engaged in ongoing training and development to strengthen service quality and professional growth.